Service Administrator

Dn Solutions America Corporation; Schaumburg (IL); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401(k)

Health, Vision, and Dental Insurance

Life Insurance

Short-Term Disability

Paid Time Off

Job summary

DN Solutions America is seeking an experienced Service Administrator to support the Customer Service Team. The role focuses on Salesforce Service CRM operations, data management, and reporting to drive service efficiencies.

Responsibilities include managing service tickets, service orders, and appointments; producing dashboards and KPIs; and coordinating with dealers, field service engineers, and internal users. A strong CRM background and MS Office skills are required.

Qualifications

• Associate degree or college diploma in Business Administration, Information Systems, Engineering Administration, or a related field preferred.
• Experience with CRM systems required; Salesforce Service Cloud/Field Service strongly preferred.
• SAP experience strongly preferred.
• Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint.

Responsibilities

• Manage Salesforce Service CRM operations: oversee daily service cases, service orders and appointments, data accuracy and closure.
• Monitor and analyze service data; create and maintain Salesforce reports, dashboards, and KPIs.
• Support CRM system development and testing: gather requirements, coordinate enhancements with HQ IT, test and implement.
• Train CRM users: develop procedures, work instructions, training materials, and user guidance.
• Coordinate service communications, appointments, work orders, and engineer schedules; assist dealers and internal teams with Salesforce, SAP and other service-related systems.

Skills

CRM operations

Data management

Stakeholder training

Education

Associate degree in Business Administration / IS / Engineering Administration

Tools

Salesforce Service Cloud/Field Service

SAP

Microsoft Office

Job description

Company DescriptionFor over 50 years, DN Solutions has built machine tools that shape the world around us, including the cars we drive, the planes we fly, and the medical devices that save lives. We develop smart machines and customized solutions that advance these essential industries.Join our applications engineering team and help customers put advanced mill-turn technology to work.Job DescriptionThe Service Administrator will provide both engineering and administrative support to the Customer Service Team, with primary responsibility for Salesforce Service CRM operations and data management. This role will oversee daily CRM activities, including service ticket/case management, Service Order and Service Appointment coordination, data accuracy, user support, reporting, and system-related issue follow-up.The position will also support dealers, service engineers, and internal users with CRM-related activities, technical documentation, warranty administration, reporting, purchasing, invoicing, recall processes, and other CS operational activities. The role requires strong organizational, analytical, communication, and problem-solving skills, as well as professionalism in all interactions, both in-person and by phone.Job ResponsibilitiesManage Salesforce Service CRM operations: Oversee daily service cases/tickets, Service Orders, Service Appointments, scheduling, assignments, data accuracy, and closure; provide day-to-day CRM support to RSMs, FSEs, Service teams, dealers, and internal users.Monitor and analyze service data: Review open service activity, data quality, and user compliance; create and maintain Salesforce reports, dashboards, and KPIs; identify trends, outstanding actions, and opportunities for improvement.Support CRM system development and improvement: Gather user requirements, troubleshoot system issues, coordinate enhancements with HQ IT, and assist with testing, implementation, and continuous improvement of Salesforce and related Customer Service systems.Train and support CRM users: Develop procedures, work instructions, and training materials; provide user training and guidance; promote consistent CRM processes, data-entry standards, and system adoption.Support customers, dealers, and Field Service operations: Coordinate service communications, appointments, work orders, and engineer schedules; assist dealers and internal teams with Salesforce, SAP, Dealer Portal, QSR, and other service-related systems and processes.Provide Customer Service administrative support: Maintain warranty records and support invoicing, purchasing, reporting, and other service administration activities as needed.Job RequirementsRequiredAssociate degree or college diploma in Business Administration, Information Systems, Engineering Administration, or a related field preferred.Experience with CRM systems required; Salesforce Service Cloud/Field Service strongly preferred.General understanding of Customer Service and Field Service operations, including service requests, dispatch/scheduling, field service activities, Service Orders, Service Appointments, and service completion.Experience with Salesforce administration, CRM operations, data management, reporting, or user support preferred.SAP experience strongly preferred.Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint.Experience with invoicing, bookkeeping, purchasing, or purchase order processes preferred.Company BenefitsCompetitive pay based on experience.401(k)Health, Vision, and Dental InsuranceLife Insurance and Short-Term DisabilityPaid Time-Off including vacation, sick time, and Holidays.Employee Referral ProgramOur success is driven by our team of talented, dedicated individuals working closely together to meet or exceed customer expectations. Take the next step in your career and become part of our fast-growing company.DN Solutions America is an equal-opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.